Help Desk/Customer Support Analyst

ITility, LLC • Tampa, FL

10h

About The Position

ITility is seeking an experienced Help Desk/Customer Support Analyst to support the Department of Defense and provide frontline technical support for the United States Special Operations Command (USSOCOM) Enterprise Knowledge Management (EKM) program. The analyst is the first point of contact for end users across USSOCOM, its Components, and Theater Special Operations Commands (TSOCs) who need assistance with Microsoft 365 (M365), SharePoint Online, Power Platform, Microsoft Teams, and related knowledge management tools and systems.

The analyst triages, troubleshoots, documents, and resolves user issues, escalating them to the appropriate engineering or administration team when needed. The position requires maintaining high-quality customer service in a mission-critical Special Operations Forces environment.

ITility describes its values as performing beyond perceived limits, finding significance in its work, and bringing passion and compassion to that work. ITility is an Equal Opportunity Employer committed to a non-discriminatory, harassment-free, fair, ethical, and inclusive work environment and complies with applicable equal employment opportunity laws.

Requirements

• Active Top Secret SCI clearance.
• Bachelor's degree in computer science, Information Technology, Information Systems, or a related discipline, or an equivalent combination of technical certifications and 5+ years of hands-on database administration experience in a DoD or federal enterprise environment.
• Three or more years of help desk, service desk, or customer support experience in a DoD or federal government IT environment.
• Three or more years of ticketing system configuration, implementation, and user experience with ServiceNow, Remedy, Jira SM, or Dynamics 365.
• Three or more years of experience translating business problems into practical, scalable technical solutions.
• Three or more years of user-support-level troubleshooting experience with the M365 suite, including SharePoint Online, Teams, OneDrive, Outlook, and Power Platform (Power Apps, Power Automate, and Power BI).
• Three or more years of demonstrated experience diagnosing and resolving Tier 3 and below technical issues across desktop, browser-based, and cloud-hosted applications.
• Five or more years of excellent written and verbal communication skills, including the ability to explain technical concepts clearly and patiently to non-technical users.
• Five or more years of delivering high-quality, professional customer service in a high-tempo, mission-critical environment.
• Strong attention to detail and ability to monitor adherence to schedules and deadlines.
• Self-motivated, proactive, and energetic.
• Strong sense of ownership and responsibility.
• Ability to multitask in a deadline-driven environment.
• CompTIA Security+ certification.
• ITIL 4 Fundamentals certification.

Nice To Haves

• Experience operating in GCC High, IL-4/IL-5/IL-6, or SIPRNet environments.

Responsibilities

• Serve as the first point of contact for USSOCOM, Component, and TSOC end users seeking assistance with M365, SharePoint Online, Power Platform, Microsoft Teams, and related knowledge management tools and systems.
• Triage, troubleshoot, document, and resolve user issues, or escalate them to the appropriate engineering or administration team.
• Provide frontline technical support for the USSOCOM Enterprise Knowledge Management program.
• Maintain a high standard of customer service in a mission-critical SOF environment.
• Monitor adherence to schedules and deadlines.
• Perform and/or ensure proposal color team recovery is conducted.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level